Sample interview questions: How do you handle situations where there is a discrepancy between guest expectations and hotel policies?
Sample answer:
In situations where there is a discrepancy between guest expectations and hotel policies, it is crucial for a General Manager in Hotel Management to handle the situation with professionalism, empathy, and effective communication. Here is a detailed and considerate approach to resolving such discrepancies:
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Listen and understand: Begin by actively listening to the guest’s concerns and expectations. Allow them to express their dissatisfaction fully, while maintaining a calm and attentive demeanor. Show genuine empathy and try to understand their perspective.
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Review hotel policies: Familiarize yourself with the specific policy that the guest is referring to. Thoroughly assess whether the policy is reasonable and aligned with industry standards, legal requirements, and the hotel’s overall objectives. If necessary, consult with other team members or senior management to gain more insight.
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Educate and clarify: Communicate the hotel’s policies to the guest in a clear and concise manner, ensuring they understand the rationale behind them. Explain how the policy benefits not only the hotel but also the guest experience as a whole. Provide any supporting documentation or information that can help address their concerns.
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Find common ground: Look for areas of compromise or alternative solutions that may satisfy both the guest’s expectations and the hotel’s policies. This could involve offering additional amenities, upgrades, or personalized services that can enhance the guest experience without compromising the core policies.
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Offer alternatives: If the policies cannot be modified, present alternative options that the guest may find acceptable. This can include suggesting nearby facilities or services that can fulfill their specific needs or desires. Collaborate with the guest to find a mutually satisfactory solution.
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Seek senior management guidance: In more complex situations, it may be necessary to involve senior management for their perspective and support. Present the case with all relevant information an… Read full answer